BT complaints

karenklb

Thanks Paddy for showing some interest.
I have sent you my details, I have now spoken to 5 different BT reps who have claimed they have fast tracked our appointment - but none of which actually have!! Tuesday's deadline is fast approaching so this really is your last chance BT to show you care for your customers!

I look forward to hearing from you ASAP

Rex_Ham

Hi

I have completed the online from at but given the nature of this escalation I’m keen to ensure I get the right level of involvement from BT to resolve this issue quickly.

The number in the subject line belongs (or used to until last week) to my grandfather. He is 90 yrs old, lives by himself and has had this number ever since BT lines were the norm. The line was disconnected last week on the basis that the bill wasn’t paid – it was in fact paid, which we can prove with receipts, so the discrepancy appears to have been on BT’s part. As a result of this disconnection and many, many calls in a BT service desk he has been issued a temporary number

This isnt ideal clearly as he has had the same number for years and his only link with his support network is his BT telephone line. He has been told his original number will be-reinstated although this is now at least two days overdue.

Could you please, as a matter of urgency, let me know: -

a) Why his line was disconnected originally (happy to provide copies of receipts proving the bill was paid)
b) When the original number will be-reinstated
c) Provide an escalation management resource in order that I can discuss his case and outstanding billing

choille

BT_company_representative wrote: »

Hi choille

If you check out my profile section you will find my contact details, if you send over your details I will look into this for you.

Regards David

I contacted you, but have had no reply nor aknowledgement. I have had a message come up on my screen that I'm going to be disconnected if I don't pay this outrageous bill. I'm sick - this is awful.

choille

Phone rang once, picked it up, caller put their phone down. Did 1471 it was BT, so called their 0800 0285 085 & was told by auto voice that BT had called me but no one answered. If they needed to they would call me back! They were supposed to be phoning me on Thursday. This is beyond sensible. How on earth do they survive as a company.

edited to add - was emailed last night by BT and asked wehn they could call me. I replied 9am. No word back.

Phoned BT & still in a queue in Bangalore losing the will to live.:mad:

Edited again to add - Spent 40minutes on the phone to a lady in Bangalore who assured me that I would be phoned back within 1 - 2 hours by a Sarah Melchford from customer services. Needless to say I have not been.

ewag1976

Dear BT company reprezentative
I hope you can help me.
I moved to new built property on 13.07.2011. I placed the order for BT line on 22.07.2011.
I was waiting for the engineer visit until 01.09.2011- because 3 times earlier they cancelled the appointment- reason? they couldn't find my address.
When he finally turned up- he found out- is no cabling work finished
I was waiting to work to be complete- they give me another engineer appointments twice- called 5 min later- giving me another date.
Finally they said he will come on 29.09.2011.
Today- when I logged in to my account online- I found out- my order dissapear ( no sign I ever placed it)
when I call help team- they placed new order- activation date 13.10
but they called me back 5 min later- saying- this order number is invalid- I shoild wait for another one- in the future
I am just getting mad- I dont know when if gonna have phone line ever
of course- i couldn't take another company- until Bt doesn't finalise phone activation
help- what i can do now?

AJRoss

For the last year, I have been contacting BT about my poor broadband speed. Multiple engineers have come to my house and told me I should get 3 or 3.5. Up until August I was getting almost 3 meg so broadband and the BT vision worked most of the time.

The issue I've had over the year is that BT keep changing the IP profile of the line - this is the speed your line is fixed at and often its been too low for the Vision to work. Normally when I call them, they eventually sort it out.

But, since early August I must have made 100 calls to BT. I am sick of the lies the Indian call centres tell you. They promise to call back but dont or when you ring and they dont like the sound of the query they simply cut you off.

Today, after 2 months, I have had enough. I was told by the Broadband team that they have no complaints dept and had no idea how I could complain. The only managers are 'supervisors' and despite me asking to speak to the supervisors manager and promised a call, I didnt get one.

Its impossible to complain. I've been told I am due a refund of my broadband and Vision for the last 2 months when my speed issue is fixed, but then you have to battle to get it and speak to 2 different teams.

I am lucky if I get 2 meg at the moment, which means the Vision doesnt work. I'm told by India that they have done everything possible and they cant increase it, even though in early August it was 3 meg, now its 2 or less.

Here is why I am being told this. 'But sir, you can fix this if you move to the Infinty product and you will get 30 meg'. I have been told this so many times so I think BT are up to some dirty tricks trying to move customers to more expensive service.....by reducing their speed. Why should I pay more (I pay £5 a month for broadband) so Inifnity would be an extra £13 a month, when I was receiving a good speed before....If my line is now not capable of 2 meg or more, due to something BT have done, they should upgrade me to infinity for free, not say I have to pay.

I dont know what to do, any ideas? If you phone you get India, if you email you get India. Does BT have any customer service staff in UK?

cameronshire

New to the forum but having read all the complaints felt compelled to add my own; in January I joined BT Total Broadband and had nothing but trouble for the first 6 months or more due to repeated line faults, dropped connections lasting seats at a time and the usual frustrations of calling qthe customer helpline.

I now have reliable broadband but wrote to BT seeking compensation for the 6 months of hassle, days off work, phone calls and general lack of the service paid for. I calculated in total I lost 3 months of broadband service and wished to (quite fairly) claim for compensation of a least the 3 months worth of charges where I had no service.

I initially received a call from a BT agent offering £10 compensation (!) which I rejected and was informed it would be escalated. Since then there have apparently been 2 calls from BT that my wife has taken but they would only speak to me - since I wasn't home she asked if I could call them or if they could call my mobile. Thus far I've heard nothing some 2 months after my letter.

I realise I am luckier than some to have a least had my initial problem resolved and attempts by BT to assist me, but I am still not satisfied and would like both an apology and some financial compensation which I feel is quite reasonable.

Any assistance would be welcome.

Mark_In_Hampshire

AJRoss wrote: »

For the last year, I have been contacting BT about my poor broadband speed. Multiple engineers have come to my house and told me I should get 3 or 3.5. Up until August I was getting almost 3 meg so broadband and the BT vision worked most of the time.

Should work all of the time. BT Vision should not be supplied to customers who cannot actually use it.

AJRoss wrote: »

The issue I've had over the year is that BT keep changing the IP profile of the line - this is the speed your line is fixed at and often its been too low for the Vision to work. Normally when I call them, they eventually sort it out.

The IP Profile is set automatically by something called BRAS Profiling at the exchange. Telephone lines were not designed for broadband signals, and what the equipment is attempting to do is to find the fastest speed that can be supplied which is also stable so the connection doesn't keep dropping out.

IP profiles do change and vary over time, but should not alter significantly. From the user's end, the one thing you can do which can help stabilise it is not turning your router on and off regularly because this triggers the line management to treat this as a "drop" and reprofile lower.

There are some other factors, too. A failing router, failing micro-filter or electrical interference in your home can contribute to poor performance. However BT should diagnose this in an engineer visit.

If the profile wanders all the time, it may well indicate an unstable line. However in BT terms, that is not necessarily a fault. Their obligation is to supply a telephone service only and an ADSL internet connection (in your case) the minimum speed for which is only 135kbps.

That said, if they want your custom for BT Vision, then they have to ensure they themselves can in fact supply a signal to their own box that means the product can work. Given that BT Vision has a dependency on BT Broadband it isn't acceptable for it to keep failing.

AJRoss wrote: »

But, since early August I must have made 100 calls to BT. I am sick of the lies the Indian call centres tell you. They promise to call back but dont or when you ring and they dont like the sound of the query they simply cut you off.

Today, after 2 months, I have had enough. I was told by the Broadband team that they have no complaints dept and had no idea how I could complain. The only managers are 'supervisors' and despite me asking to speak to the supervisors manager and promised a call, I didnt get one.

Its impossible to complain. I've been told I am due a refund of my broadband and Vision for the last 2 months when my speed issue is fixed, but then you have to battle to get it and speak to 2 different teams.

I am lucky if I get 2 meg at the moment, which means the Vision doesnt work. I'm told by India that they have done everything possible and they cant increase it, even though in early August it was 3 meg, now its 2 or less.

Where this is going is: Either the issue needs solving, so the speed remains stable, or, they'll need to take back the Vision box and refund you because you can't actually have it.

AJRoss wrote: »

Here is why I am being told this. 'But sir, you can fix this if you move to the Infinty product and you will get 30 meg'. I have been told this so many times so I think BT are up to some dirty tricks trying to move customers to more expensive service.....by reducing their speed. Why should I pay more (I pay £5 a month for broadband) so Inifnity would be an extra £13 a month, when I was receiving a good speed before....If my line is now not capable of 2 meg or more, due to something BT have done, they should upgrade me to infinity for free, not say I have to pay.

I'd agree with your conclusion, but the chances of that happening are probably roughly nil.

As above, phone lines are not designed for data. Infinity is a part fibre optic connection a little like Virgin Media cable, which will hugely outperform the speed you have now. Basically, some percentage of the length of the line back to the exchange is substituted for fibre which means the factor that kills broadband speeds - the copper or aliminium phone line - is reduced.

AJRoss wrote: »

I dont know what to do, any ideas? If you phone you get India, if you email you get India. Does BT have any customer service staff in UK?

Allegedly so. How much do you want the BT Vision box; if you're not too bothered, send it back and demand a complete refund for the lack of that service and stick with what you have.

Failing that, if you do want it, all you can do is to keep pursuing them on the basis that the Vision box doesn't work. If you have hit a brick wall completely, you may prefer to give up and return the box.

BT_company_representative

Hi

I can gladly look into this for you, if you checkout my profile section you will find my contact details. Just send over your details to me and I will see what is happening.

Regards David

ewag1976

I moved to new built property on 13.07.2011. I placed the order for BT line on 22.07.2011.
I was waiting for the engineer visit until 01.09.2011- because 3 times earlier they cancelled the appointment- reason? they couldn't find my address.
When he finally turned up- he found out- is no cabling work finished
I was waiting to work to be complete- they give me another engineer appointments twice- called 5 min later- giving me another date.
Finally they said he will come on 29.09.2011.
28.09.2011- when I logged in to my account online- I found out- my order dissapear (no sign I ever placed it)
when I call help team- they placed new order- activation date 13.10
but they called me back 5 min later- saying- this order number is invalid- I shoild wait for another one- in the future
Today, 03.10.2011- I checked my on line accouni- and i foun out- my order has been cancelled again.
Your staff member- Ciaran Moyne- didn't resolve my complaint- I would like to escalate my complaint- to look by your Manager